Customer Support Agent

Flatpay is one of Europe's fastest-growing fintech companies, now expanding across the UK.

Role: Customer Support Agent
Location: 5 days a week, London, White City

You'll be the first point of contact for Flatpay merchants, helping them get set up, resolve issues, and feel supported at every step.

Responsibilities

• Handle inbound and outbound calls to support merchants with their setup, queries, and overall experience
• Resolve customer enquiries and support tickets accurately and at pace
• Prepare onboarding contracts and ensure all documentation is completed and submitted correctly
• Keep customer satisfaction data up to date and flag trends or issues to the wider team
• Work closely with internal teams to share customer insights and help improve processes
• Bring forward ideas based on customer conversations to help us make better decisions

Skills and Attributes

• Clear, confident communicator, comfortable on the phone and in writing
• Strong attention to detail, especially when handling documentation
• Proactive problem-solver who doesn't wait to be told what to do
• Organised and able to manage multiple tasks without dropping the ball
• Customer-first mindset with a positive, can-do attitude
• Comfortable working both independently and as part of a team

Our Values

At Flatpay, how we work matters as much as what we achieve.

Happy Humans: We bring energy to our work and create teams people enjoy being part of.
No Assholes: We perform at a high level while treating colleagues and customers with respect.
It's Our Business, Own It: Everyone takes responsibility and manages their work like it's their own business.
Start With No: We challenge ideas, think commercially and focus on what truly creates value.
Sky-High Ambitions: We set bold goals and expect people to keep raising the bar.
The Best Argument Wins: Titles don't decide outcomes. We debate openly to reach the best decisions.

What's in it for you

• Medicash EAP and Medicash Proactive health support
• Bupa Select private healthcare
• Refer-a-friend scheme: earn up to £500 for every successful referral

Background and Requirements

• Previous experience in a customer service or similar role
• Fluent in English
• Right to work in the UK (unfortunately we can't offer visa sponsorship right now)
• Bonus: experience in the payments or fintech sector

Hiring Process

1. Application Review: Our Talent Team reviews your CV to assess experience and potential fit.
2. Talent Team Call (30 minutes): A conversation to understand your background and assess your fit for the role.
3. Manager Interview (30 minutes, onsite at White City): A face-to-face conversation with the hiring manager.
4. Offer: Successful candidates receive a fast-turnaround offer.